InMoment XI

JANUARY 13, 2022

Step #2: Implement Advanced Text Analytics to Enable Closed Loop Feedback. To enable closed loop feedback , Chevron Federal Credit Union implemented the technology platform’s advanced text analytics capabilities. Step #3: Turn Member Feedback into Experience Improvement. Read the full case study to learn more.

Case Study 370

Case Study NPS Survey Analytics 370

ECXO

DECEMBER 25, 2024

153 Listening to Customers: The Foundation of CX and Growth At the heart of exceptional CX lies the ability to listen and act on customer feedback. Example Action: Use tools like customer journey mapping software or feedback surveys to visualize and refine key interactions. Segment feedback into actionable categories (e.g.,

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

NOVEMBER 26, 2024

Step 5: Understand Customer Sentiment While customer sentiment is usually a metric reserved for consumers who have already become customers, it can be useful in creating a customer journey map. Use analytics tools, customer feedback, and data from CRM systems to monitor how customers interact with your brand across touchpoints.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. Many companies pride themselves on building a customer feedback loop to find out customers’ pain points, but the real test is what happens next. If you want to know more about closing the customer feedback loop, then read on.

Feedback 62

Feedback Roadmap Effort Score NPS 62

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Ask: Where are the gaps in performance? Are there common trends indicating specific skill deficiencies?

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

Thematic

MARCH 26, 2025

Yet, 56% of dissatisfied customers never voice their concerns—they simply leave​ Meanwhile, businesses that actively listen to feedback grow 41% faster than competitors​ The most successful companies create a structured system—a customer feedback loop—to analyze feedback and act on it continuously.

Feedback 62

Feedback Social Media Analysis Survey 62

Lumoa

APRIL 3, 2018

Many companies panic: customer research is commissioned, task forces established, and people start to read the feedback just to understand what is going on. Keep in mind that NPS only becomes a truly valuable metric, if its “why”-question is properly collected, analysed and heard. When to ask feedback?

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

Lumoa

DECEMBER 18, 2017

The future of the feedback analysis - text and voice analytics. Collecting customer feedback might seem very easy, but it all escalates very quickly if you don’t have a system in place. Make sure the right people are following the process and the feedback is curated in a sustainable way.

Analytics 256

Analytics Customer Journeys Customer Experience Net Promoter Score 256

Calabrio

MARCH 5, 2025

It’s a pillar method of a customer-centric strategy, processing feedback across various channels, from online chat to support by phone. These technologies play a decisive role in collecting customer feedback in real-time, automatically processing large amounts of information quickly and accurately.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

Retently

MARCH 17, 2025

Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Ready-to-use examples for different reporting styles, whether youre all about the numbers, customer feedback, or a mix of both. Key Metrics to Include: Ticket Volume : Are we handling more tickets than usual?

Report 90

Report How To Effort Score NPS 90

Experience Investigators by 360Connext

OCTOBER 26, 2017

The best CX leaders collect consistent feedback. There is no perfect metric. Sometimes overly enthusiastic new customer-centric champions become enamored with the idea of that perfect metric. Compelling case studies about how it was used make it seem attainable. There is no one-size-fits-all here.

Net Promoter Score 231

Net Promoter Score Case Study NPS Customer Centricity 231

Kayako

MARCH 3, 2016

We have put together a list of key customer service metrics, so you can be sure that your support team is doing the best it can to help your customers. On this page you can see a complete list of all the customer support metrics that matter, and why. Navigate this guide: Productivity metrics. Performance metrics.

Metrics 120

Metrics Net Promoter Score Self Service Abandon Rate 120

AWS Machine Learning

FEBRUARY 12, 2025

This approach allows organizations to assess their AI models effectiveness using pre-defined metrics, making sure that the technology aligns with their specific needs and objectives. referenceResponse (used for specific metrics with ground truth) : This key contains the ground truth or correct response.

e-support 96

e-support Comparison Metrics Analysis 96

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. Get personal with metrics.

Case Study 152

Case Study Airlines Conference Wait Times 152

GetFeedback

JUNE 22, 2019

They are good for gathering real-time customer feedback and building customer relationships. Remember that your NPS survey represents a valuable customer loyalty metric. Now we’re going to tell you exactly how to write an NPS survey question to grab your customer’s attention and get the feedback you need. 6: keep it specific.

NPS 304

NPS Net Promoter Score Survey Effort Score 304

ECXO

JULY 22, 2024

Feedback Loops: Implementing systems for users to share their experiences and suggestions. Increasing Annual Recurring Revenue (ARR) For subscription-based B2B companies, ARR is a critical metric. Leveraging Data and Feedback Continuous improvement of the onboarding process is driven by leveraging data and user feedback.

B2B 207

B2B Customer Experience Self Service e-support 207

Experience Investigators by 360Connext

OCTOBER 17, 2023

I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! Because the minute there’s a dip in revenue or forecast, then it becomes easy to think these efforts to collect customer feedback measurements aren’t really moving any of the busines goals forward.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Heart of the Customer

SEPTEMBER 25, 2014

Kelly recently ran a journey mapping workshop that serves as a great case study for how customer experience tools can be used for internal clients as well as external. This anonymous feedback was really eye-opening. I could (and probably will) write an entire article just about Kelly’s role. I wasn’t leading the session anymore.

Customer Journeys 88

Customer Journeys Case Study Government Study 88

InMoment XI

NOVEMBER 15, 2023

We’ll explore what customer experience analytics is, where it comes from, important metrics to consider, its benefits, real-world examples, and how to drive value from this practice. It involves the use of various metrics and methods to gain valuable insights into how customers perceive and interact with a business.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

Thematic

MARCH 30, 2025

The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business. But collecting feedback is only half the battle. Think of customer feedback analysis like laying the foundation for a building.

Customer Insights 62

Customer Insights Data Analytics How To 62

Totango

NOVEMBER 21, 2019

Luckily, there’s a measure for that, too: customer satisfaction metrics. Therefore, you should not only track customer satisfaction, but you should also empower your customer success team to take action based on the lessons these metrics teach you, customer satisfaction metrics. . But how do you measure satisfaction?

Customer Satisfaction 93

Customer Satisfaction NPS Metrics Net Promoter Score 93

InMoment XI

APRIL 3, 2023

The case studies in the books made sense. Tip #2: Listen With Purpose No CX leader intends to ignore customer feedback. Every customer feedback data source should have a clearly defined purpose, owner, and governance (i.e., And there’s no better way to achieve that than through customer feedback. and Outside In.

Tips 195

Tips Touchpoint Customer Centricity NPS 195

Happy or Not

APRIL 1, 2025

In a recent episode of The Intuitive Customer podcast, Tim Waterton, Chief Revenue Officer at HappyOrNot, shared invaluable insights into efficiently collecting customer feedback and using it to create a real-time solution. click to visit & listen) Why is real-time customer feedback important for business growth?

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

InMoment XI

SEPTEMBER 9, 2024

What frameworks or tools do they use to measure customer satisfaction and other CX metrics? Can they help integrate customer feedback systems with your existing platforms? How do they tailor their approach to the unique needs of different businesses? How do they leverage data and analytics to improve customer experience?

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

rethinkCX

FEBRUARY 13, 2025

Monitor Performance and Feedback Use analytics to track KPIs and make data-driven improvements. Gather customer feedback to refine and enhance service delivery. Ensure Strong Security and Compliance Measures Protect customer data with secure communication protocols and encryption.

e-support 52

e-support Case Study Social Media Customer Satisfaction 52

Customer Bliss

MAY 17, 2016

Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. However, they didn’t do a good job of getting feedback from dealers on that project. Case Study.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

InMoment XI

FEBRUARY 12, 2024

The goal is to create a comprehensive view of the customer, drawing insights from various touch points such as interactions, purchases, and feedback. Integrated customer experience is a catalyst that improves organizations’ main metrics and bottom line. However, that couldn’t be further from the truth.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

Thematic

OCTOBER 30, 2024

However, raw feedback data taken at face value can miss the mark and lead to flawed assumptions about what customers really care about. That means fine-tuning your CX depends on how well you can sift through the noise and meaningfully analyze customer feedback. What is voice of the customer?

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

AskNicely

JUNE 27, 2015

We are constantly bombarded with numbers in the business world – acquisition costs, churn rates, virality factor, PageRanks, EBIT, LCV, CPC, users, retention rate, email subscribers, social metrics, bounce rate, and the list goes on! Net Promoter Score helps keep everyone in check. And setting up an NPS system isn’t hard!

Net Promoter Score 150

Net Promoter Score NPS Case Study Metrics 150

Customer Guru

AUGUST 1, 2018

Measuring NPS by asking the ‘Ultimate question’ is a good start, however, when an organisation sets out to implement it as a measure of customer loyalty, it should be especially wary of considering it as just another question in the feedback survey. Of course, this requires a fundamental shift in how customer feedback is viewed.

NPS 90

NPS Net Promoter Score Feedback Survey 90

Experience Investigators by 360Connext

JULY 28, 2020

Consider this case study: For more than three decades the Business Roundtable , the association of CEO’s from America’s leading companies, had encouraged corporate leaders to consider the goals of their businesses to be focused squarely on shareholder value. CX leaders must understand what metrics matter at their company.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

InMoment XI

AUGUST 13, 2024

This feature allows businesses to automatically detect recurring themes, trends, and anomalies in customer feedback, whether it’s through emails, chat messages, social media posts, or other text-based channels. Impact Prediction Impact prediction is a feature that will allow organizations to see what is affecting their main metrics the most.

Software 195

Software Social Media Analytics Return on Investment 195

Lumoa

AUGUST 25, 2020

Besides personalization, your chatbot can also be used to collect feedback or conduct short surveys while users are browsing your site to understand their experience better. Do you want to read more about customer experience-related metrics? One such example is content marketing. Image source: MyCustomer.com 3.

Strategy 195

Strategy Chatbots Self Service Customer Retention 195

InteractionMetrics

JANUARY 7, 2025

The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy. Businesses can overlay real-time metrics, bridging the gap between static planning and dynamic CX optimization.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

CX Accelerator

DECEMBER 31, 2018

They feel the pressure of meeting metrics but don’t know how and when to strike a balance. Have the boss of the Supervisors do skip level 1 on 1’s with the Reps to understand how they feel and provide feedback loop to the Supervisors. Anything you want more feedback on?What How do you think you’re doing?Anything

Culture 244

Culture Contact Center Leadership Employee Engagement 244

CSM Magazine

JANUARY 28, 2025

Proactive Communication Share industry tips, case studies, and updates about new features or services through email or social media to continuously educate your audience. Measure success through engagement metrics, feedback, and an evaluation of how customer support requests change over time.

Loyalty 52

Loyalty Self Service Apparel Knowledge Base 52

Feedbackly

MAY 16, 2024

The case study with Kekäle reveals that when customers have a positive emotional experience, the likelihood of making a purchase is 40 percent higher compared to a negative experience. EVI® is also an easily understandable metric throughout our organization,” stated Marttinen.

Case Study 105

Case Study Effort Score Ecommerce Touchpoint 105